JD Edwards EnterpriseOne CRM Service Management
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1 JD Edwards EnterpriseOne CRM Service
2 Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE Unable to provide 24x7 customer service Lack of customer information impedes exceptional customer service Unable to easily match customer profile data with sales & service histories Unable to track follow-up activities Single embedded customer data base Comprehensive, 360 degree view of customer interactions Customer Self Service portal provides 24x7 sales and service Trouble shooting tools help reduce service requests Greatly enhanced customer experience and satisfaction Decreased response and resolution times Increased self service capabilities Better coordination and access to key customer data among departments
3 JD Edwards EnterpriseOne What is Service in JDE E1?
4 Service Components Equipment Information Mgmt Contract Service and Supplier Work Order Warranty Claim / Supplier Recovery Failure Analysis / Solution Advisor Branched Scripting RMA Return Material Authorization Preventive Maintenance
5 Benefits of Service The Service system can help to retain customers by: Providing world-class customer responsiveness Operating efficient and cost-effective customer service processes Achieving maximum service revenue on services Making customer service more efficient, profitable, and customer-centric is the goal of the JD Edwards EnterpriseOne Service solution.
6 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Service Service Service Lead to Order Request to Resolve Install to Maintain CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes
7 JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible Sales Sales Force Automation Sales Order Fulfillment Support Case Branch Scripting Solution Advisor Customer Self Service Service Service Install to Maintain Access customer Track installed equipment: Customer location/status Site location/status Service entitlement Service contracts CRM Foundation, Advanced Pricing Common EnterpriseOne Data & Business Processes Warranties Supplier contracts Service work orders Bill for services
8 JD Edwards EnterpriseOne CRM Service Single System, Seamless Integration FINANCIAL HUMAN CAPITAL INSTALL REQUEST SERVICE BILL / PAY CRM SERVICE MGMT Install Request Service Bill / Pay ASSET MGMT Equipment Information Mgmt Origination: Fixed Assets, Sales Order Update, Prod Register Customer / Site History Location Tracking PROJECT Work Order Mgmt Scheduled (PMs) & Emergency Work Orders Parts & Labor Costing, Billing & Payment SUPPLY CHAIN Contract Mgmt Entitlement Checking Base Warranties & Extended Warranties Renewals, Suspensions, & Cancellations TOOLS Warranty / Supplier Claims Mgmt Receive & Submit Claims Roles: Service Providers, Assessors, Supplier Recovery Mgrs Billing: Receivables & Payables
9 JD Edwards EnterpriseOne CRM Service Install to Maintain Install Customer Request Service Bill / Pay Customer calls with issue Need to send technician to customer site to fix Services invoiced to customer Case logged Contract entitlement checked Service work order created Pay technician Parts and labor attached Front Office Work completed Back Office Time Entry Customer Billing
10 Implementing The Vision Contract to Services Execution Process Service Providers Must Focus On: Aggressive Revenue Generating Strategies - Identify and target customers for new service offerings Margin Improvement Through Cost & Contract - Minimize revenue leakage by ensuring contracts are priced and billed accurately Service Execution As A Strategic Differentiator - Provide service, capture costs and perform according to contracted entitlements Driving Profitable Growth Through Real Time Metrics - Give managers and executives the tools for in-depth business analysis Drive New Business and Extend Value of Existing Customers Improve Cost Controls and Proactively Manage Contract Profitability Ensure Consistent Service Delivery Drive More Informed and Agile Business Decisions
11 Service Work Order 1 Click Navigation 1 click access Parts Labor Solution History Related Actions Accounting Work Order Details Planning Attachments Supplier Recovery
12 Service Work Order 1 Click Navigation Service Benefits: Improves the efficiency of your field technicians Reduces the number of returned visits Reduces days sales outstanding with quicker billing and collection
13 Integrations with Service
14 CRM Service Summary: Greater Customer Insight In tune with customer needs and values Leverage knowledge to extending product / service offerings Increased Customer Access Effective Customer Interactions Deliver on customer expectations Enhanced competitive advantage Shared key customer data Increased customer satisfaction Increased responsiveness, decreased resolution time Targeted interaction
15 JD Edwards EnterpriseOne Product Areas Enabling End-to-End Business Processes for Maintenance Managing Company Owned Assets ALM Capital Asset Managing requests for service / maintenance CRM Case Mgmt CRM Service Mgmt Maintaining Customer Owned Assets
16
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